Overview

When customers comment on your Instagram story, their comment becomes an Instagram Direct Message.
As a result, Glassix opens a ticket for their comment and will show you the story they commented on.

When customers send an Instagram DM, they're usually seeking a response and support unlike, when they react to a story. Therefore you might not want a ticket to open for their comment.

You can change your Story Messages preference and disable tickets getting opened by Glassix for Instagram Story comments.

Manage Preference

1. Go to Settings.

   Click on the symbol in the agent dashboard.

2. Click Channels → Instagram Direct . Click here
3. Click on the Story Messages toggle of the desired Instagram page.